Lead, HR Operations

Lead, HR Operations

The Lead, HR Operations drives the day-to-day activities of the HR Operations team to provide a quality service (i.e., accurate and timely entry and response) to all Lennar Associates who contact the Shared Service Center with Benefits, Payroll, and other HR inquiries.

• Supports HR Operations Manager by leading the day-to-day operations for the team of HR Specialists.
• Owning daily workflow distribution, independently prioritizing and reallocating work, resolving complex cases, ensuring service‑level targets are met without direct oversight.
• Guides and provides training to the team during new hire and continued development.
• Manages unresolved inquiries by partnering with COEs to find solutions and improve existing processes.
• Monitors KPIs, identifies trends, recommends process improvements, and ensures adherence to quality standards.
• Coaches and mentors peers; shares knowledge and experience to develop self‑service.
• Serves as a subject‑matter expert on HR policies, practices, state and federal laws, and company operating procedures.
• Maintains up‑to‑date knowledge of Lennar policies and procedures, benefits, payroll, and vendor relationships.
• Consults with Associates and provides training, accurate responses, and support in problem resolution regarding Lennar policies, benefits, payroll, and vendor support.
• Responds to inquiries via live chat, e‑mail, and other communication formats within defined SLAs and quality measures.
• Provides sound judgment and/or resolution on Associate issues by using policy, process, and employment law resources.
• Serves as an HR advocate/Virtual HR Generalist; provides Associates with a form to express concerns and react in a professional and empathetic manner.
• Models service delivery that fosters a Tickled, Delighted, and Happy experience outcome.
• Performs other duties as assigned.

• Bachelor’s degree in HR or related discipline preferred.
• Minimum 2–3 years supervisory experience, preferably in a shared services or call center environment.
• Minimum 3–5 years experience in Human Resources, including payroll, benefits, compensation, and/or recruitment.
• Experience with HRMS software;
  Service Now and Workday experience a plus.
• Intermediate knowledge of federal, state, and local employment and health‑care laws and regulations.
• Proven experience providing an excellent level of customer service.
• Ability to influence and act in a fast‑paced and perpetually changing environment.
• Ability to communicate and partner with Associates across all levels.
• Ability to maintain confidentiality.
• Ability to utilize existing resources and locate new resources to assist in resolving complex situations.
• Ability to lead oneself and others, enable change, and improve processes to deliver results that contribute to the Lennar business strategy.

This is a primarily sedentary office position. The incumbent must be able to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.

Benefits include robust health insurance (Medical, Dental, Vision), a 401(k) retirement plan with a 1 for 1 company match up to 5%, paid parental leave, an associate assistance plan, education assistance up to $30,000 for adoption, up to three weeks vacation per year, holiday, sick leave, and personal day policies, a new‑hire referral bonus, home purchase discounts, and opportunities such as Everyone’s Included Day.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.